Taking Control of Your Company's Online Reputation, Part 1
With all the spamming and "reviews for hire" available, it's obvious that customer reviews are becoming a hot commodity. What does this mean for businesses? If they weren’t monitoring their reviews across the vast reaches of the internet before, they better start now. Consumers are influenced by user reviews. One bad review has the ability to multiply quickly, and can damage your reputation in the blink of an eye.
With so many local listing and review sites out there, it's hard to know where to start and what needs to be done. First, take a holistic approach to review monitoring and management. Look at everything from local listing sites to location-based services (LBS). Next, commit to checking reviews on a daily basis. Having a strategy in place will not only help a business manage listings and know when and how to respond to reviews, but it will also protect its reputation and ultimately keep its customers happy. There's a simple three-step process to remember when a business begins managing its online reputation: claim, optimize and monitor.
Claim: It’s important to claim as many local listings as you can. This means going through the process of verifying that you're the owner of the business in the listing. By doing so, you'll have more control over what information is available.
Optimize: Once listings are claimed, you want to optimize them by providing as much detailed information about them as possible. Keep in mind that it's essential to ensure that business information (e.g., address, phone number) is consistent across all listings.
Monitor: Check reviews on a daily basis and respond to good reviews along with bad ones. There are several tools a business can use for monitoring. I’ll go over those in part two of this article, which will be featured in next week's issue of eM+C Weekly.